ACM eBook: Where Customer Satisfaction and Employee Empowerment Come Together

Overview: Think of the term case management - what does it mean to you, and how effectively is it applied in your organization? Your definition of the term will vary by your industry and functional area. Case management could mean customer dispute resolution, crisis or incident management, claims analysis and processing, contract negotiations and administration, social and educational work, fraud investigations and audits, criminal background checks, patient or customer onboarding, loan origination and review and more.

Regardless of industry and terminology, your organization?s ability to address case workloads translates to its bottom line. Case management affects business outcomes, operational cost-efficiency and exposure to risk. It impacts customer satisfaction and recommendations. It influences employee morale and turnover and how effectively you address fraud and compliance. Ultimately, it bears on overall performance and profitability.